Guest Service Agent

Location: Property Department Rooms Property, if applicable Property Specific FLSA Non-Exempt Direct Supervisor Front Office Manager

About the role

The Guest Service Agent serves as the first point of contact for hotel guests, delivering exceptional customer service and ensuring a seamless and welcoming guest experience. This role is responsible for managing check-in and check-out procedures, handling reservations, responding to guest inquiries, and supporting front office operations while maintaining a professional and friendly demeanor at all times. This position operates in a fast-paced, guest-facing hotel front office environment requiring frequent standing, direct guest interaction, and the ability to manage multiple tasks simultaneously. The role involves shift-based scheduling, including evenings, weekends, and holidays. Success in this role requires strong communication skills, attention to detail, and a consistent focus on delivering outstanding guest service in a dynamic hospitality environment. We may use artificial intelligence (AI) tools to assist in evaluating applications, including screening and ranking candidates based on job-related qualifications. These tools support, but do not replace, human decision-making. All final hiring decisions are made by our recruitment team.

Responsibilities

• Greet guests warmly upon arrival and provide efficient check-in and check-out services.
• Manage room reservations using hotel property management software.
• Respond to guest inquiries, requests, and complaints promptly and professionally.
• Provide information about hotel amenities, services, and local attractions.
• Handle billing, payments, and cash transactions accurately and securely.
• Coordinate with housekeeping and maintenance to ensure room readiness and guest satisfaction.
• Answer phone calls, emails, and other guest communication channels.
• Maintain accurate guest records and front office documentation.
• Upsell rooms and promote hotel services when appropriate.
• Support overall front office operations as needed.

Requirements

• Education: High school diploma or equivalent required; hospitality degree preferred.
• Experience: Previous customer service or hospitality experience preferred.
• Travel required: No travel required; position is fully property-based.
• Physical Requirements: Frequent standing during entire shift at front desk or lobby area. Frequent walking and guest interaction throughout shift. Occasional lifting/carrying up to 25–50 lbs. Ability to work in a fast-paced, guest-facing environment. Flexible schedule, including evenings, weekends, and holidays.
• Skills And Abilities: Strong customer service and guest engagement skills. Excellent communication and interpersonal abilities. Strong problem-solving and conflict resolution skills. High attention to detail and accuracy. Ability to multitask in a fast-paced environment. Basic computer skills and familiarity with reservation systems (PMS). Strong time management and organizational skills. Ability to work effectively as part of a team. Professional appearance and demeanor.
• Certifications: None required (hospitality certifications preferred).